Job roles

Job 1

Job 2

Job 3

Job title

Nurse

Care Assistant

Domestic Support
Workers

Purpose of the
job

Over all care to

residents

Staff

Staff

Tasks required

Manage and
supervise the
facility and take
care or residents
well-being.

Assisting in
physical care to
the resident.
Reports to the
nurse.

Providing care that

encompasses the
whole person and
their social,
cultural and
individuality

Organisational
hierarchy

Reports to the
Clinical Nurse
Manager

Reports to the
supervisor / nurse

Reports to the
supervisor / nurse

Authority

Give medications
to patient

Assisting in
feeding, bathing,
transferring.

Assisting in their
social, cultural
growth

Supervisory
requirements

Supervise care
assistants

N/A

N/A

Working
conditions

8 hrs shift have a

two 15 min break
and a lunch break

8 hrs shift have a

two 15 min break
and a lunch break

8 hrs shift have a

two 15 min break
and a lunch break

Provided with
uniform and shoes

Equipment
used/physical
requirements

Blood pressure,
medication cart

Lifters, wheel
chairs

Social game
materials

Qualifications
required

Permanent
Resident / Citizen /
Holder of valid
working visa /
APHRA registered

Current work
rights / Certificate
3 in Aged Care

Current work
rights / Certificate
in Community
Care

Work/life priorities worksheet

Not urgent

Not important

Important

Urgent

Personal development plan for achieving work/life balance

Following the PLAN approach write at least one career and one personal ambition, goal,
priority and non-negotiable.

PLAN
Priority

Ambition

Non-negotiable

Career

Personal

Journal
Date

Task

Project

Duration

Issues

Work plan
Goal:
Project
1st

Priorit
y

Task
Studies diploma of
business finish term 8

Resource
s

Date due

Computer,
Internet,
Travel exp

6 weeks in a term

%
Complet
e

Duratio
n
(actual)

80%

4 hrs a
day
4 days a
week

Corrective
action
If I get sick I
have to take
rest and will
catch up

2nd

Permanent student visa

work

Food,
Travel
expenses

21/10/15

60%

20 hrs a
week

If I cant get to
work call the
supervisor
immediately so
that I can have
a good record

3rd

Permanent Residency

Attend
college
Pass the
eligibility to
be a
permanent
resident

21/10/17

5%

College
20 hrs a
week

Make up class
if I miss some
classes.
Make sure
passport and
visa is up to
date.

Appendices Task 3

Appendix 1 - Organisational chart

Name/Title

Ext.

Mobile

Bob Jenkins - General Manager

x1111

0411 111 111

Sid Gilmour Accountant

x2222

0422 222 222

David Barrett Purchasing Officer

x3333

0433 333 333

Nick Waters Manufacturing Manager

x4444

0444 444 444

James Page Warehouse Manager

X5555

0555 555 555

Status

In In and can be contacted

DND Do not Disturb, In a meeting
Off-site Working but at another location (available on mobile)

Work effectively in a business environment - BSBIND201A

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Page 7 of 12

Appendix 2 Telephone policy and procedure

Policy
We receive calls from many of our customers and colleagues. We take pride in ensuring that
every interaction is professional, courteous and helpful.
Good telephone manner and message taking procedures are essential for ensuring that our
customers receive the service that they deserve.
It is the responsibility of all employees to follow the telephone policy and procedure.

Procedures
When answering the phone, you must:

answer all incoming telephone calls by the third ring

calls to the general telephone number will be answered by reception and transferred to
the relevant extension as necessary.

Call situation

Phrases to use

Answer the call before

the third ring and greet
the caller:

Good morning/afternoon.

Transferring calls to
extension:

(Repeat the name of the person wanted.) One moment

please.

May I help you?

If the extension is busy:

(Names) extension is busy at the moment. Would you like to
hold or may I take a message?
If the person is unavailable:
(Name) is not available at the moment. May I take a
message?
If the person is off-site:
(Name) is not on-site at the moment but they are available on
their mobile phone, would you like that number?
When taking
messages, record:

Who they want to speak to

Full name of caller

Date and time of call

Contact number

Other information as specified by the caller

Work effectively in a business environment - BSBIND201A

Modified 2013 Innovation and Business Industry Skills Council Ltd, Version 2, 2014

Page 8 of 12

Ask the customer if

there is anything else
that you can help them
with

Is there anything else I can help you with today?

End the call

Thank you for calling. Good-bye.

Send an email to the

person in question

Subject: Message from <Name of caller>, <Date> <Time>

Hi <Name>
Please call <Name of caller> <Phone number>.
<Include other information as specified>

Regards
<Your Name>

Work effectively in a business environment - BSBIND201A

Modified 2013 Innovation and Business Industry Skills Council Ltd, Version 2, 2014

Page 9 of 12

Appendix 3 Postal mail policy and procedure

Policy
In order for mail to reach the correct person in a timely manner, it is essential that postal mail
sorting and forwarding procedures are followed.

Procedure (postal mail)

1. Check the mailbox daily at 10am.
2. Open all mail.
3. Sort mail into in-trays by:
a. Manager
b. Sales
c. Accounting/purchasing
d. Human resources
e. Customer service (customer complaints)
f.

To be filed (include newsletters, pricelist and product information).

4. Confidential information must be delivered directly to the person specified.

5. High priority items must be marked urgent and delivered directly to the
person/department in question.

Work effectively in a business environment - BSBIND201A

Modified 2013 Innovation and Business Industry Skills Council Ltd, Version 2, 2014

Page 10 of 12

Appendix 4 Email policy and procedure

Policy
In order for email to reach the correct person in a timely manner, it is essential that email
sorting and forwarding procedires are followed.
Procedure (email)
1. Check email three times daily
2. Read all mail
3. Forward email to:

Manager

Sales

Accounting/purchasing

Human resources

4. When you forward the email, identify the appropriate persons name from the conmtact
list, and provide some explanation of the email.

Dear <Recipient>,
Please find attached <summary of message>,
Regards
<Your name>

Work effectively in a business environment - BSBIND201A

Modified 2013 Innovation and Business Industry Skills Council Ltd, Version 2, 2014

Page 11 of 12

5.

High priority items must be marked urgent and delivered directly to the
person/department in question.

Work effectively in a business environment - BSBIND201A

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Page 12 of 12